Analyst Perspectives

My research into Customer Experience Management shows that four of the top five factors that influence a customer’s experience in dealing with a contact center relate to agents: their attitudes, understanding of the customer’s issue, ability to resolve issues the first time and general knowledge (third on the list was average queue times). The research also shows that the largest volumes of actionable interactions are still phone calls to a contact center; social media interactions perhaps...

My benchmark research into agent performance management (APM) found that the number-one objective of companies trying to improve the handling of customer interactions was to utilize agents more effectively; this also was their top objective in creating agents’ work schedules. In the latter case, the research uncovered a primary reason for difficulties in achieving this objective: Only 36 percent of companies use a dedicated tool to create these schedules; the majority do it manually or with...

Last year I carried out research to discover how companies manage their workforces in handling customer interactions; I investigated their best practices, technologies being used and priorities for the future. The findings led me to define agent performance management (APM) as an extension of what other observers call workforce optimization; APM includes call routing, call recording, quality monitoring, workforce management, training and coaching, agent compensation management and agent-focused...

I often read and hear today that social media is the new channel for marketing and customer service channel and also that companies must improve customer satisfaction to survive (I agree with the second proposition). Several observers have put the two ideas together and concluded that in the future all marketing and customer service will happen through social media – that I don’t agree with. My research shows that most customer interactions occur through a contact center or on a customer...

Many organizations want to improve the performance of their sales and customer service operations but have difficulty increasing efficiency and producing better results. One barrier to improvement is sticking with the status quo of managing sales operations and performance through spreadsheets, as 47 percent of organizations still do, according to Ventana Research’s benchmark research on sales performance management. Also many organizations continue to expect good results from using sales force...

At the Information Builders 2010 conference I spent some time to learn about the latest in its business intelligence (BI) technology and also performance management, which my colleague has analyzed recently (See: “IBI’s Eye Popping New Performance Management Software”). But I focused more on information management, which is becoming a strategic component of the company’s portfolio. Its iWay Software includes a suite of integration adapters used to interoperate across processes and data types...

SuccessFactors is known for applications in performance and talent management but has been working to expand its portfolio more broadly into business. This year the company expanded its focus to workforce analytics with the acquisition of Inform, which I assessed. I have assessed that Inform needed to improve the usability of its tools to compete better which is now more easily possible with a new acquisition.

IBM has announced its intention to acquire Netezza, one of the world’s fastest-growing providers of data appliances, for approximately $1.7 billion. Founded only 10 years ago, Netezza has over 500 employees and 350 clients including brand names Burlington Coat Factory, Con-way Freight, Estee Lauder, Marriott and Nationwide Insurance. IBM has been investing in analytics software for five years and now becomes one of the strategic providers in the market. Many organizations are unwilling to spend...

Actuate has announced a major new version of its software called ActuateOne. Its technology is integrated in a single platform and set of tools for performance management, analytics, business intelligence (BI) and information applications; the product can be managed on-premises or in the cloud and is accessible via mobile devices such as the Apple iPhone and iPad. Actuate has been in the BI market since the 1990s; this release counts as version 11, which by itself represents a significant...

Many organizations want to improve the performance of their sales and customer service operations but have difficulty increasing efficiency and producing better results. One barrier to improvement is sticking with the status quo of managing sales operations and performance through spreadsheets, as 47 percent of organizations still do, according to Ventana Research’s benchmark research on sales performance management. Also many organizations continue to expect good results from using sales force...